Agent Availability Status Real Time Monitoring Dashboard

The Agent Availability Status feature of the help desk configuration provides real-time insights into the availability and status of support agents. Key functionalities include:

• Viewing agents’ current status (online, away, offline).
• Changing the agent status.
• Exporting the overall agent status into an Excel sheet.

To view agent availability status, go to Admin > Agent Availability Status > Agent Availability

Agent availability stats

This feature provides a quick overview of agent availability by displaying the number of agents who are online, offline, or away. This data is accessible through the Support Monitoring Dashboard, where you can click on the Available Agent widget to view detailed insights.

The widget also shows the total number of available agents, including those marked as busy or away, helping support teams monitor staffing levels and manage workloads efficiently. Please refer to this article to learn more about the Support Monitoring Dashboard.

Status-based filter

This filter enables you to generate a list of agents based on their status, such as online, offline, or away. Additionally, you can refine the list by selecting specific status categories.

For example, if the ‘away’ status includes categories like tea break, lunch break, and permission, you can use the status and status category filters to obtain a list of agents on a lunch break.

Export agent availability status

You have the option to export all agent statuses or filter them based on status and status category before exporting.

To learn more about creating custom statuses, please refer to this article.